Bilingual Customer Service Representative| On-Site | Medellín, El Poblado
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At RAM BPO, we support international clients who expect fast, accurate, and professional service — every single interaction. We’re hiring Bilingual CSRs based in Medellín who are serious about quality, comfortable in high-volume environments, and ready to represent global brands with confidence from our El Poblado office.
If you're fluent in both Spanish and English, have real customer service experience, and want a stable on-site role in one of Medellín's best locations — this is worth your time.
What You’ll Do
- Handle inbound and/or outbound customer interactions via phone, email, chat, or ticketing systems — professionally and efficiently
- Resolve customer inquiries, complaints, and service requests with a focus on first-contact resolution
- Accurately document all interactions in CRM or ticketing platforms (no shortcuts, no missing fields)
- Escalate complex or sensitive issues following established protocols — knowing when to escalate is part of the job
- Meet or exceed KPIs: response time, resolution time, quality scores, and CSAT metrics
- Adhere strictly to client scripts, workflows, compliance requirements, and data confidentiality standards
HARD REQUIREMENTS
Do not apply if you don't meet all of these.
- Bilingual: Spanish and English — B2+ minimum in both, verbal and written. You will be tested.
- 1–3 years of experience in customer service, call center, BPO, or client support environments
- Must be based in Medellín or able to commute daily to El Poblado — this is a fully on-site position.
- Proficiency with CRM or ticketing platforms (Zendesk, Salesforce, Freshdesk, or equivalent)
- Strong computer skills: email, chat platforms, data entry, multitasking across systems
- Proven ability to handle high interaction volumes without sacrificing quality
- Availability to work flexible schedules, including potential weekend or holiday coverage, based on client requirements
NICE TO HAVE
- Experience supporting multicultural or international client bases
- Background in U.S. or UK-facing customer service campaigns
- Familiarity with BPO performance metrics and quality assurance processes
What We Offer
- On-site position in El Poblado, Medellín — one of the city's most accessible and well-connected areas
- Structured onboarding and clear performance expectations from day one
- Exposure to international clients and a multicultural work environment
- Defined KPIs — you'll always know exactly what's expected of you
- Real growth path for high performers into QA, team lead, or training roles
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